What Does IVR Stand for in Call Centers, and How Does It Function?

What Does IVR Stand for in Call Centers, and How Does It Function?

 

Do you know that the IVR Systems Market will Reach US$6.7 Billion by the Year 2026?

If you’re new to the call center industry, you may not be familiar with many of its expressions and terms, including IVR. It's okay if the previous study doesn’t make much sense to you. We understand that everyone starts somewhere, and we're here to guide you through it. Have you ever heard about IVR on any occasion?

To you, what does IVR stand for in a call center?

This article will help you learn about the basic principles of IVR. So, you can develop a better call center experience that delivers services to customers and meets their expectations, achieving operational efficiency.

By digesting the following knowledge, you’ll be able to learn a lot about:

The definition of IVR, its importance, and its role in growing your business and achieving customer satisfaction.

Key Takeaways

  • To some CX experts, IVR stands for interactive voice response telephone technology, which enables automated attendants to transfer the call to a suitable agent.
  • After the launch of the omnichannel experience and call center integration with other applications, other experts say that IVR now stands for integrated voice response.
  • For better customer navigation, the main menu duration should be 30 seconds or less.
  • Automatic call distribution routes incoming calls to be in the queue of the suitable agent based on time, skill, department, or location.
  • IVR succeeds in developing a more personalized customer experience that enables self-service and saves a lot of time.

What Does IVR Stand for in a Call Center and Its Purpose?

IVR stands for Interactive voice response, some say it stands for integrated voice response. It's an automatic telephony system that interacts with the customer to determine the purpose of the call. The system delivers all the available information, menus, prompts, and options that the customer might show interest in. This happens based on the input the customer offers by pressing on the keypad or speaking, and the speech recognition technology can do the job.

So, IVR is an automated receiver/sender system that interacts with the caller according to his needs. It might itself cover the request or direct the call to a suitable live agent. The IVR has no fixed form; more personalization results in better customer engagement.

IVR could be in the form of pre-recorded messages or text-to-speech format with a dual-tone multi-frequency (DTMF) interface.

IVR has many purposes that benefit your business on several sides:

  • Customer Support Automation: Instead of a switch operator who directs the call to the right agent after understanding the caller’s needs, an IVR does this in less than a minute. IVR sometimes deals with requests without any human interference. This improves the company image and makes it look much bigger and more professional.

  • Saving Time: The IVR saves the time of both the customer and the agent. As the IVR delivers the agent, a customer clarifies its request through the process. So, the agent already has a hint about the customer’s needs.

  • Providing a More Customized Experience: The IVR can easily be customized based on business needs and customers’ preferences. So, you can set up an IVR based on departments, skills, services, and more.

How IVR Systems Operate in Call Centers

If you don’t know an IVR’s role in a call center, this is how it goes. A customer dials the business phone number, and the IVR picks up the line, starting with greetings and mentioning the brand name. Then, the IVR plays the recorded menu in the following form:

  • For Sales, press 1

  • For technical support, press 2

  • For account information, press 3

  • For billing, press 4

  • For FAQs, press 5

  • To replay this menu, press #

After that, the IVR routes the call to the queue of the suitable agent’s line of calls. The caller might have his issue resolved from the first time, or it might take more than one call.

When the caller has his request done, he receives a feedback menu that asks him to rate several items and steps in the customer service process.

To recap IVR system operation, we can brief as follows:

1- Greetings with brand name mentioning

2- Delivering menus and prompts

3- Getting a suitable agent on the line

4- Sending the feedback assessment

The Role of IVR in Customer Navigation

The menu tree of the IVR should be as simple as possible. So, the system should adopt menus that are characterized by the following to be customer navigation friendly:

  • The main menu should be 30 seconds or less.
  • As a rule of thumb, stick to a range of options between 5 and 7.
  • The introduction to the menu is short.
  • It allows the user to interact using keypad or voice commands.
  • The recorded voice that speaks out the menu is more human than robotic.
  • Include self-service options to let the customer help himself.

IVR and Call Routing: A Detailed Look

To define the call routing standards that support the IVR system, it’d be better to apply the following guidelines so the automatic call distribution connects the customer with the right agent:

  • Know your customers’ most asked queries.
  • Define the skill that meets every request.
  • Categorize agents according to their location from the closest branch.
  • Determine the time zone of each call center if you have many.

These guidelines allow you to help the customers regardless of the variable, whether it’s the query itself, the skills of the suitable agent, the geographic location of the agent according to the nearest branch to the customer, and the time when an agent is available even if the business is closed according to the local time. The automated attendant in the IVR system enables callers to be automatically transferred to an extension without any human intervention of an operator or a receptionist.

Key Benefits of Implementing IVR Technology

What does IVR stand for in a call center from a business perspective? It’s all about delivering better business results by optimizing the services and support the customer receives. How can implementing IVR technology enhance customer experience and streamline call center operations?

Enhancing Customer Experience

Optimizing the customer experience is the major goal of the call center system. So, any feature, whether IVR, call routing, or other, aims to achieve this objective. This happens as a result of benefits accompanying the IVR:

1- Reduced Errors in Query Handling

The IVR succeeds in developing an optimized system that helps agents comprehend the caller’s query or request before saying “Hello!” This saves time and makes handling more efficient compared to before.

2- Higher Productivity of Agents

As each agent is assigned a suitable customer who meets his skills and capabilities, issues get solved regularly, and no request gets stuck. This makes agents interact faster than before, which reflects more calls to manage with better performance.

3- Personalized Interactions

An IVR can deliver a menu to a customer that differs from the menu delivered to another customer. It depends on the preferences of the customer and the history of activities, so the IVR becomes more personalized as your customer provides data and performs activities.

Streamlining Call Center Operations

Even if streamlining call center operations is not on top of your list, it will be an unintended result. According to Aseel AlShamry, the contact center supervisor at Majesty Hospital in Riyadh, Saudi Arabia, after using Ziwo, which includes an IVR system, the number of incoming calls increased by 10%. This comes from reduced waiting times and the fast issue resolution, which allowed more calls to develop.

Challenges and Solutions in IVR Deployment

You might face some challenges during the IVR deployment. But, as we mentioned before, IVR always stands for quality and integrity. This will lead you to take some considerations, illustrating significant, manageable concerns.

Addressing Common IVR Concerns

With the availability of suitable resources, these concerns might not exist. That’s why we mention them to be part of your strategy.

1- Complexity

You need a technical consultant or third-party provider to overcome any complexity of the chosen telephony technology, including the IVR. However, it depends on the type of call center you will set up. For instance, a cloud call center includes numerous technology advancements and is much easier to implement than other types.

2- Non-Personalized Customer Experience

A customer experience has to be the no. #1 priority that you build the center for, so IVR enhances customer experience in call centers. If the IVR does not support a customized customer experience, you have a real problem. The cause of it might come from two different roots:

  • A poorly designed IVR prompt with less relevant options that grab the caller’s attention. You can overcome this issue by doing surveys that help you know more about your customers.
  • A call center management solution that lacks the significant features that result in better customer satisfaction rates.

We always recommend integrating the call center with a CRM, ensuring customer data is adequately used in all channels.

3- Maintenance Ignorance and Nonperiodic Updates

Sometimes, a customer presses a number on the keypad during the call, and the IVR system doesn’t transfer him to the following menu. To avoid this, testing and regular maintenance should be part of the IVR operation. Also, it should be noted that IVR needs periodic updates to meet the customer variable needs.

Best Practices for IVR Setup and Maintenance

There should be many best practices, you can develop in your IVR setup. Here are three of the most crucial ones that you need to apply:

Maintain a Consistent Brand Voice

Representing your brand starts from the voice that customers listen to on dialing the business hotline. Is it a female or a male voice? A middle-aged man or a young girl? And the tone should also be considered. Would it be more friendly or professional? The qualities of the voice should be consistent with the brand and move along the image customers keep in mind.

Facilitate Easy Escalation to Live Agents

Always try to make contacting a live agent easy. This sends the customer a feeling of being appreciated, having your care, and putting him as a priority. For example, at the end of each menu, add this prompt, “To contact a live agent, press 0!”

Regularly Test Your System

Every customer has his own journey with your call center. Testing each path will serve the quality of the IVR system. So, you’ll become sure that all customers get their request done as they wish.

The Future of IVR in Call Centers

The integration between call centers and other applications will always reflect on the future of IVR. Connecting channels and turning them into the omnichannel strategy, where data is shared from one channel to serve others, makes IVR an excellent metric that shows how your business knows this customer in particular.

Conclusion: The Impact of IVR on Modern Call Centers

After reading this article, you know the answer to the question, “What does IVR stand for in a call center?” You also recognized its role in optimizing the first resolution rate by handling calls faster and more efficiently.